Cherwell Service Management vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #27, while Atlassian is ranked #2 with an average rating of 8.1. Ivanti holds a 1.6% mindshare in ISM, compared to Atlassian’s 7.3% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,002 Views
752 Comparison Views

80% willing to recommend

JIRA Service Management

Read 88 JIRA Service Management reviews

5,671 Views
4,140 Comparison Views

93% willing to recommend

Cherwell Service Management

JIRA Service Management

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Cherwell Service Management are in competition within the IT service management category. Based on data, JIRA Service Management seems to have an advantage due to its competitive pricing and seamless support services.

Features: JIRA Service Management stands out with its seamless integration with Atlassian products, agile project management capabilities, and flexibility for agile teams. Cherwell Service Management offers a highly customizable environment, strong ITIL alignment, and robust tools for handling complex IT needs.

Room for Improvement: JIRA Service Management could enhance its customization options and improve its interfaces for non-technical users. There is also room for better automation workflows. Cherwell Service Management could streamline its deployment process, enhance user interfaces for less tech-savvy users, and reduce initial setup complexity.

Ease of Deployment and Customer Service: JIRA Service Management's cloud-based model allows quick setup and easy integration, especially beneficial for existing Atlassian users. Cherwell Service Management offers both on-premises and SaaS options, but its extensive customization can delay deployment. Its customer service is tailored to specific deployment needs.

Pricing and ROI: JIRA Service Management is known for its competitive pricing and attractive ROI, especially for businesses leveraging other Atlassian tools. Its scalability helps in cost management as companies grow. Cherwell can involve higher initial costs due to its customization, but may offer better ROI for businesses needing tailored IT processes.

To learn more, read our detailed Cherwell Service Management vs. JIRA Service Management Report (Updated: January 2026).

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

January 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

27th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

JIRA Service Management

Ranking in Help Desk Software

2nd

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.6%, up from 0.6% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 11.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
JIRA Service Management	7.3%
Cherwell Service Management	1.6%
Other	91.1%

IT Service Management (ITSM)

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"All our activities are carried out in the one place."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The most valuable features are problem management and change management."

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."

"Everyone knows how to use it, so there's no need to teach new members."

"The customer portal with connection with our knowledge base has been most valuable."

"I think one of the most valuable things is that it's all integrated."

"JSM's best feature is the integration with other Jira products."

"Great to be able to create customized forms."

"What I really like about this solution, is how it manages the queues, the tickets and the routing."

"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."

More JIRA Service Management pros

Cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Access is only available if we're on VPN."

"The stability, specifically in the on-premises deployment model, could be improved."

"An AI feature that enables automation and alerts for users can be an improvement."

"The initial setup is very complex."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."

"It should be easier to log in."

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."

More JIRA Service Management cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"It is a cheaply priced product."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"Jira Service Management has affordable license fees. It's $12 a month per person."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Energy/Utilities Company

12%

Manufacturing Company

11%

Retailer

Financial Services Firm

Manufacturing Company

Computer Software Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

Questions from the Community

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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Compared 9% of the time

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Compared 6% of the time

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Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

January 2026

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Buyer's Guide

JIRA Service Management

February 2026

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Also Known As

No data available

JIRA Service Desk, Atlassian Jira Service Management

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

January 2026

Free Report: Cherwell Service Management vs. JIRA Service Management

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